We are facing difficulties with service mapping of CIs from the end users, and are seeking help from third-party vendors. It would be helpful to have more knowledge articles or FAQs for some regular tasks.
Enterprise Architect at NTT Communications ICT Solutions
MSP
Top 10
2024-09-05T13:55:00Z
Sep 5, 2024
The main issue with ITOM in an enterprise environment is performance. If you're ingesting hundreds of thousands of events per minute, you need infrastructure capable of handling such a large scale. ServiceNow ITOM doesn't have a built-in solution specifically designed for this level of performance extension. While expanding the cluster and creating additional nodes is possible, this may still result in bottlenecks. An external event handler or gateway is often necessary to effectively manage high event loads and spikes.
Project Manager at a healthcare company with 1,001-5,000 employees
Real User
Top 5
2024-06-20T09:40:58Z
Jun 20, 2024
The licensing model of the product is a bit rigid, and it can be a bit difficult to downscale if your needs change while also being expensive. The aforementioned area can be considered for improvement in the product. If you are buying an expensive tool, it is because it is the best tool in many ways, but you don't always need the best product if your demand or your requirements aren't very advanced. One should be very realistic about the requirements and be sure that you actually need a tool that is very expensive. The tool's scalability can be improved. If your needs require downscaling, the tool won't have the same flexibility.
Asset Manager for EUCOM at CACI International Inc.
Real User
Top 10
2024-02-26T15:44:04Z
Feb 26, 2024
The solution needs to add mobilization, where we can connect mobile devices or wireless devices to do wireless scanning and bring assets into the database.
Learn what your peers think about ServiceNow IT Operations Management. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
Senior Business Analyst at State Goverment Organization
Real User
Top 5
2023-09-15T09:45:57Z
Sep 15, 2023
ServiceNow IT Operations Management could be improved by providing more user customization options. Currently, users have limited control over what information they see on the interface, and most customization tasks require administrator involvement. It would be more convenient if users could easily choose and display only the essential information they need for their specific tasks, making the tool more user-friendly and efficient.
ServiceNow IT Operations Management is a very mature offering from ServiceNow, so I can't think of anything about the improvement aspect of the solution. The initial setup phase was hard and could be made easier. The solution's scalability and stability have room for improvement.
The pricing of some modules is higher because they are sold in packages. If we need something specific, we cannot take it individually. Instead, we have to take it along with other functions or capabilities that we may not need. Additionally, certain specific packages are significantly more costly compared to the competition in the Service Desk domain. Therefore, the pricing model is an area of improvement for me.
There are some limitations with Discovery; some areas are not available in the installation. I would like the solution to be able to discover more devices. That will remove the need to have multiple tools.
Domain Architect at a financial services firm with 501-1,000 employees
Real User
Top 10
2023-04-04T06:45:00Z
Apr 4, 2023
Regarding ServiceNow, there is room for improvement in terms of customization, particularly in the area of self-customization. Organizing organizational information and building custom dashboards and reports is not as easy or intuitive as we would like. We either need to rely on our technical services team to handle these tasks or seek vendor assistance or professional services to extend the solution's capabilities. Ideally, we would like to build and maintain these customizations in-house, but this is currently not as feasible as we hope. Regarding the features I want to see in the solution's future releases, I will prioritize integrations. Specifically, I would like easier integrations into some Microsoft Technology Stack, including Power BI and other dashboards. This would enable us to consolidate information across different technologies and view it from a holistic ITSM perspective that incorporates other platforms, KPIs, and metrics we measure outside of ServiceNow.
The user interface is better than other alternatives but not that easy. They should improve the user interface to the latest version, so the customers can use it more easily.
Head Of Architecture at a tech services company with 51-200 employees
Real User
2022-12-13T15:37:50Z
Dec 13, 2022
The one drawback is that ITOM isn't able to do its own monitoring of the infrastructure. I believe they are planning to introduce it in an upcoming release, so we are waiting for that.
The service discovery tool should include HR automations that automatically remove an employee who is leaving. In this scenario, HR would flag an employee with their leave date and the solution would automatically remove the account on the specified date.
CMDB Developer BMC Helix /ServiceNow at a energy/utilities company with 10,001+ employees
Real User
2022-11-21T15:56:40Z
Nov 21, 2022
ServiceNow IT Operations Management could do a little bit better with integrations when people or organizations move to ServiceNow IT Operations Management from other applications. The solution has some integration with JIRA, but it has been more challenging to integrate with BMC Helix. ServiceNow IT Operations Management doesn't have specific plugins for CMDB, so the process has to go through a discovery mode compared to a CMDB-to-CMDB process. Integrating ServiceNow IT Operations Management with CMDB processes needs a little more work.
Lead Consultant | Service Assurance & Automation at Column Software Solutions Pvt. Ltd
Real User
2022-09-12T08:51:43Z
Sep 12, 2022
The out-of-the-box reporting feature has room for the improvement, it can be make more user friendly as other tools. Troubleshooting can be confusing if you are not well versed in scripting.
Even though they call it low code there are a lot of customizations needed, especially from an ITOM standpoint. We have the opportunity to pick elementary data but there is a lot of scope when it comes to training bots and the ML capability. I think this solution still needs to mature, especially from an ITOM perspective. It is still very difficult to train the bots to to detect anomalies. The ML capability also needs improvement.
At times, it got cumbersome from the project management perspective. It could have been because of the way we were using it. I found Microsoft Project to be more extensive and robust than ITOM.
The most complaints we have received from our clients are the solution's discovery aspect. I've heard a few concerns from the customers where we have to integrate with a third-party tool to make a full-fledged discovery along with ServiceNow. ServiceNow alone does not do the total capacity of the discovery. The discovery portion of ServiceNow IT Operations Management is not in-depth as what the customers are looking for. The information that it gathers from the assets is a little more limited than what other tools provide. In an upcoming release, it would be a benefit to include the discovery of mobile assets.
Service Mapping is a time-consuming process. The time and effort versus the benefits are very difficult to articulate to customers. That is one challenge we see. If Discovery, for example, could be extended to other cloud areas it could be very helpful. Currently, it has popular cloud service providers like AWS, Azure, GCP, Google. If they can extend it to all cloud service providers and containers such as Kubernetes, it would be better. In the implementation, we have encountered problems with the Ansible integration and Kubernetes. That is one area they can definitely improve. Another area of improvement is ACC. They are launching something called ACC, Agent Client Collector. It is more or less their version of monitoring. That is not yet fully realized. It is not a complete solution. It is in its primitive stages. We would really love to see that improving and covering all applications in order for it to be a really comprehensive monitoring solution. At this moment, we are not able to use it as a standalone monitoring solution. We still have to use other monitoring tools like SolarWinds, or AppDynamics, or something like that. If ACC is improved, then it will be an end-to-end solution. The pricing could be lower.
Senior Consultant at a tech consulting company with 11-50 employees
Consultant
2020-11-01T09:38:08Z
Nov 1, 2020
The pattern part can be improved. Patterns are used in the Discovery feature. Although it is easy to create new patterns and modify the existing ones, it would be better if this solution can have more out-of-the-box patterns. In terms of new features, they can include artificial intelligence, something like machine learning.
CEO at a tech services company with 11-50 employees
Real User
2020-08-30T08:33:46Z
Aug 30, 2020
In providing for customers, I think that the cost of ServiceNow is quite high. I think it would be good if they could offer an entry-level version or do something with the pricing. That would help quite a lot of customers at the moment. It can only be used easily by enterprise customers because they can afford the costs. The middle of a market and the SME (Small and Medium Enterprise) market might not be able to afford to use it. It is not that I would like to see a scaled-down version as I do not know how that would work. It would be an advantage for the price to come down to make it more of a reasonable investment for small to medium-sized businesses. I also think the ServiceNow app store can use a few more apps. The offerings are currently a little limited. The user interface is okay. The aesthetics are not 100%, but it is functional. That does not mean it could not be improved.
ServiceNow IT Operations Management (ITOM) is a cloud management and infrastructure tool that facilitates the administrative and development process of creating, planning, and operating digital services, technology, application requirements, and components for organizations. Service Now ensures effectiveness, performance, and availability throughout an organization's processes and services.
ServiceNow ITOM will help organizations facilitate consistent policies with regard to deployment,...
We are facing difficulties with service mapping of CIs from the end users, and are seeking help from third-party vendors. It would be helpful to have more knowledge articles or FAQs for some regular tasks.
The main issue with ITOM in an enterprise environment is performance. If you're ingesting hundreds of thousands of events per minute, you need infrastructure capable of handling such a large scale. ServiceNow ITOM doesn't have a built-in solution specifically designed for this level of performance extension. While expanding the cluster and creating additional nodes is possible, this may still result in bottlenecks. An external event handler or gateway is often necessary to effectively manage high event loads and spikes.
The solution's subscription model could be improved.
The licensing model of the product is a bit rigid, and it can be a bit difficult to downscale if your needs change while also being expensive. The aforementioned area can be considered for improvement in the product. If you are buying an expensive tool, it is because it is the best tool in many ways, but you don't always need the best product if your demand or your requirements aren't very advanced. One should be very realistic about the requirements and be sure that you actually need a tool that is very expensive. The tool's scalability can be improved. If your needs require downscaling, the tool won't have the same flexibility.
The solution’s licensing cost could be improved.
The solution needs to add mobilization, where we can connect mobile devices or wireless devices to do wireless scanning and bring assets into the database.
ServiceNow IT Operations Management could be improved by providing more user customization options. Currently, users have limited control over what information they see on the interface, and most customization tasks require administrator involvement. It would be more convenient if users could easily choose and display only the essential information they need for their specific tasks, making the tool more user-friendly and efficient.
Enhancing automation-related solutions, such as Wi-Fi, porting, machinery, and product automation would help to achieve better operational outcomes.
ServiceNow IT Operations Management is a very mature offering from ServiceNow, so I can't think of anything about the improvement aspect of the solution. The initial setup phase was hard and could be made easier. The solution's scalability and stability have room for improvement.
There is a slower learning curve associated with the tool's scripting part. It is also not cheap.
The pricing of some modules is higher because they are sold in packages. If we need something specific, we cannot take it individually. Instead, we have to take it along with other functions or capabilities that we may not need. Additionally, certain specific packages are significantly more costly compared to the competition in the Service Desk domain. Therefore, the pricing model is an area of improvement for me.
The product needs to add a workflow insight tool.
There are some limitations with Discovery; some areas are not available in the installation. I would like the solution to be able to discover more devices. That will remove the need to have multiple tools.
Regarding ServiceNow, there is room for improvement in terms of customization, particularly in the area of self-customization. Organizing organizational information and building custom dashboards and reports is not as easy or intuitive as we would like. We either need to rely on our technical services team to handle these tasks or seek vendor assistance or professional services to extend the solution's capabilities. Ideally, we would like to build and maintain these customizations in-house, but this is currently not as feasible as we hope. Regarding the features I want to see in the solution's future releases, I will prioritize integrations. Specifically, I would like easier integrations into some Microsoft Technology Stack, including Power BI and other dashboards. This would enable us to consolidate information across different technologies and view it from a holistic ITSM perspective that incorporates other platforms, KPIs, and metrics we measure outside of ServiceNow.
The user interface is better than other alternatives but not that easy. They should improve the user interface to the latest version, so the customers can use it more easily.
The one drawback is that ITOM isn't able to do its own monitoring of the infrastructure. I believe they are planning to introduce it in an upcoming release, so we are waiting for that.
An area for improvement for ServiceNow IT Operations Management is making service mapping and discovery easier for non-IP devices.
The service discovery tool should include HR automations that automatically remove an employee who is leaving. In this scenario, HR would flag an employee with their leave date and the solution would automatically remove the account on the specified date.
ServiceNow IT Operations Management could do a little bit better with integrations when people or organizations move to ServiceNow IT Operations Management from other applications. The solution has some integration with JIRA, but it has been more challenging to integrate with BMC Helix. ServiceNow IT Operations Management doesn't have specific plugins for CMDB, so the process has to go through a discovery mode compared to a CMDB-to-CMDB process. Integrating ServiceNow IT Operations Management with CMDB processes needs a little more work.
I would like more manual issues to have automated report-facing options.
The Discovery needs to become more functional. Service mapping is pretty limited. It has a complex initial setup.
The out-of-the-box reporting feature has room for the improvement, it can be make more user friendly as other tools. Troubleshooting can be confusing if you are not well versed in scripting.
Even though they call it low code there are a lot of customizations needed, especially from an ITOM standpoint. We have the opportunity to pick elementary data but there is a lot of scope when it comes to training bots and the ML capability. I think this solution still needs to mature, especially from an ITOM perspective. It is still very difficult to train the bots to to detect anomalies. The ML capability also needs improvement.
The security policies could be increased.
If you are new to using the solution, you will find the setup complex.
At times, it got cumbersome from the project management perspective. It could have been because of the way we were using it. I found Microsoft Project to be more extensive and robust than ITOM.
The most complaints we have received from our clients are the solution's discovery aspect. I've heard a few concerns from the customers where we have to integrate with a third-party tool to make a full-fledged discovery along with ServiceNow. ServiceNow alone does not do the total capacity of the discovery. The discovery portion of ServiceNow IT Operations Management is not in-depth as what the customers are looking for. The information that it gathers from the assets is a little more limited than what other tools provide. In an upcoming release, it would be a benefit to include the discovery of mobile assets.
The setup and deployment could be simplified, and the pricing could improve.
Service Mapping is a time-consuming process. The time and effort versus the benefits are very difficult to articulate to customers. That is one challenge we see. If Discovery, for example, could be extended to other cloud areas it could be very helpful. Currently, it has popular cloud service providers like AWS, Azure, GCP, Google. If they can extend it to all cloud service providers and containers such as Kubernetes, it would be better. In the implementation, we have encountered problems with the Ansible integration and Kubernetes. That is one area they can definitely improve. Another area of improvement is ACC. They are launching something called ACC, Agent Client Collector. It is more or less their version of monitoring. That is not yet fully realized. It is not a complete solution. It is in its primitive stages. We would really love to see that improving and covering all applications in order for it to be a really comprehensive monitoring solution. At this moment, we are not able to use it as a standalone monitoring solution. We still have to use other monitoring tools like SolarWinds, or AppDynamics, or something like that. If ACC is improved, then it will be an end-to-end solution. The pricing could be lower.
The pattern part can be improved. Patterns are used in the Discovery feature. Although it is easy to create new patterns and modify the existing ones, it would be better if this solution can have more out-of-the-box patterns. In terms of new features, they can include artificial intelligence, something like machine learning.
In providing for customers, I think that the cost of ServiceNow is quite high. I think it would be good if they could offer an entry-level version or do something with the pricing. That would help quite a lot of customers at the moment. It can only be used easily by enterprise customers because they can afford the costs. The middle of a market and the SME (Small and Medium Enterprise) market might not be able to afford to use it. It is not that I would like to see a scaled-down version as I do not know how that would work. It would be an advantage for the price to come down to make it more of a reasonable investment for small to medium-sized businesses. I also think the ServiceNow app store can use a few more apps. The offerings are currently a little limited. The user interface is okay. The aesthetics are not 100%, but it is functional. That does not mean it could not be improved.